Start with the simplest things first

Most internet outages are not your internet service provider's fault. Before you call them, check whether your modem and router are powered on and whether the cables connecting them are plugged in all the way. A cable that looks connected often is not — push each one until you hear or feel a click.

Restart both devices. Unplug the modem, wait 30 seconds, and plug it back in. Once the lights stop blinking, unplug the router, wait 30 seconds, and plug it back in. This clears temporary errors that build up over time. Most internet problems disappear after this step alone.

If you have a combined modem-router unit (one box instead of two), unplug that single device for 30 seconds and plug it back in. Wait three to five minutes for all the lights to stabilize before testing your connection.

Key Takeaways

  • Restart your modem and router by unplugging each for 30 seconds, then wait for the lights to stop blinking before testing.
  • Check that all cables are pushed in firmly at both ends — a loose cable is the most common reason internet stops working.
  • Move closer to your router to test whether the problem is weak signal or a complete outage.
  • Your internet service provider's outage map will tell you whether the problem is on their side or yours.
  • If your internet works on one device but not others, the problem is your router or Wi-Fi, not your service.

Check whether the problem is Wi-Fi or your whole connection

Walk closer to your router while holding your phone or laptop. If the internet works when you are near the router but not across the room, your problem is Wi-Fi signal strength, not your internet service itself. If the internet does not work anywhere in your home, move to the next step.

Try connecting a device with an ethernet cable — a wired connection that plugs directly into your router. If the internet works over ethernet but not over Wi-Fi, your router's wireless radio is the problem. If the internet does not work over ethernet either, your modem or service is the problem.

If only one device cannot connect but others can, the problem is that single device, not your internet. Restart that device and try again. If it still will not connect, forget the Wi-Fi network on that device, then reconnect by entering your password again.

Look at your modem's lights to understand what is happening

Your modem has lights that tell you whether it is working. The exact lights vary by modem model, but most have these: a power light (should be solid), an internet or online light (should be solid or blinking), and lights for each device connected to it.

If the power light is off, your modem is not plugged in or the outlet is dead. Try plugging a lamp into the same outlet to confirm the outlet works. If the outlet is dead, try a different one.

If the power light is on but the internet or online light is off or red, your modem cannot reach your internet service provider's network. This usually means a cable is loose, your service is down, or your account has a problem. Check that the coaxial cable (the thick cable that looks like a TV cable) is pushed in firmly at both the modem and the wall outlet. If it is, your service provider likely has an outage.

Check your service provider's outage map

Your internet service provider maintains a map showing where service is down. Search for "[your provider name] outage map" — for example, "Comcast outage map" or "Verizon outage map" — and enter your address or zip code. The map will tell you whether your area has a known outage.

If an outage is listed, your service is down on their side. You do not need to do anything. Service usually returns within a few hours, though major outages can take longer. Some providers send text or email updates about outages if you sign up for them.

If no outage is listed but your internet is still down, contact your service provider's customer support. Have your account number ready and tell them what lights you see on your modem. They can run a test from their end to see whether your modem is communicating with their network.

Understand what a service provider can and cannot fix

Your service provider is responsible for the cable or fiber line that comes into your home and the modem they provide (if they provided it). They are not responsible for your router, your Wi-Fi, or the devices you connect to it.

If your modem is rented from your service provider, they will replace it for free if it is broken. If you own your modem, you will need to buy a replacement yourself. You can buy a modem from any electronics retailer — it does not have to be the brand your service provider uses, but it does have to be compatible with your service type (cable, fiber, or DSL).

If your router is the problem, your service provider will not fix it. You own the router and are responsible for replacing or repairing it. If you rent a combined modem-router unit from your service provider, they will replace the whole unit if it fails.

Fix weak Wi-Fi signal without buying new equipment

If your Wi-Fi works near the router but not across your home, move the router to a central location in your home rather than in a closet or corner. Routers broadcast signal in all directions, so placing it in the middle of your home reaches more rooms.

Keep the router away from metal objects, microwaves, and cordless phones — these interfere with Wi-Fi signal. A shelf in an open room works better than inside a cabinet or behind a TV.

If you have a dual-band router (most modern ones do), it broadcasts on two frequencies: 2.4 GHz and 5 GHz. The 2.4 GHz band travels farther but is slower. The 5 GHz band is faster but does not travel as far. If you are far from the router, connect to the 2.4 GHz network. If you are close and want speed, use 5 GHz.

Know when to replace your router

Routers typically last three to five years before they start failing. If your router is older than five years and you have restarted it, moved it to a better location, and still have weak signal, it may be time to replace it.

You can buy a new router from any electronics retailer. You do not need to buy one from your service provider. When you set up the new router, you will need your Wi-Fi network name and password from your old router — or you can create a new network name and password during setup.

If you rent a combined modem-router unit from your service provider and it is more than five years old, call them and ask whether they will replace it. Many providers will swap out old equipment for free.

Frequently Asked Questions

How long does it take for internet to come back after a restart?

Most modems and routers are ready to use within two to three minutes of being plugged back in. Wait until all the lights have stopped blinking and settled into a steady pattern before testing your connection. If it takes longer than five minutes, unplug and restart again.

Why does my internet keep dropping and coming back?

This usually means your modem is losing connection to your service provider's network. Check that the coaxial cable is pushed in firmly at both ends. If it is, restart your modem. If the problem continues, contact your service provider — the issue may be on their network or your modem may be failing.

Can I fix my internet by restarting my computer instead of my modem?

No. Restarting your computer only fixes problems with that device. Restarting your modem and router fixes problems with your internet service itself. Always restart the modem and router first.

What should I tell my service provider when I call about internet problems?

Tell them what lights you see on your modem, whether you can connect over ethernet, and what you have already tried (restart, checking cables, checking the outage map). Have your account number ready. This information helps them diagnose the problem faster.

Is it safe to restart my modem while I am using the internet?

Yes. Restarting your modem will disconnect you temporarily, but it will not damage anything. Save your work before restarting if you are in the middle of something, but the restart itself is safe.